Failure to Receive Emails as Agents

Publication Date:  2015-06-29 Views:  143 Downloads:  0
Issue Description
Emails that are sent by customers to the public mailbox cannot be distributed to agents.
Handling Process
View the error logs to locate the fault.
 Incorrect mapped directory
1. Log in to the file server, verify that the NFS service has been enabled for the ICS Gateway and Agent Server, and grant the execute permission on the shared directory to the ICS Gateway and Agent Server.
2. Log in to the Agent Server and ICS Gateway to verify that the directory for storing emails on the file server is successfully mapped to the Agent Server.
To prevent a mapping failure caused by some unknown faults, it is recommended that you re-map the directory for storing emails to the Agent Server.
3. Log in to the ICS Gateway and verify that the shared directory for storing emails on the file server has been mapped to a specific directory on the Agent Server.
If the mapping fails due to an unknown error, try again to map the shared directory to the Agent Server.

To configure the mapped directory, log in to the Agent Management system as the system administrator (user name/password: sysadmin/Huawei@123), click Component Settings in the menu bar, and choose Index and Storage Service in the left-hand navigation pane. On the page that is displayed, set the value of File Server Path.
 Incorrect mailbox access code
1. Log in to the Agent Management system as the system administrator (user name/password: sysadmin/Huawei@123), click ICS Gateway Settings in the menu bar, and choose Email in the left-hand navigation pane. On the page that is displayed, verify that the mailbox access code for each VDN is correctly configured.
2. Log in to the web configuration console as the VDN administrator, choose Web configuration console > VDN1 Configuration > Basic Info, and verify that the mailbox access code has been configured.
If the mailbox access code you want to configure for a VDN is unavailable on the Basic Info tab page, see 2.10 Access Code Unavailable for a VDN.
3. Log in to the web configuration console as the VDN administrator, choose Web configuration console > VDN1 Configuration > Called Number, and verify that the mailbox access code has been configured.
If the fault still persists, obtain help through the channels described in Help Channels.
Root Cause
 An incorrect mapped directory is configured on the Agent Server to point to the shared directory for storing emails on the file server.
The ICS Gateway obtains emails from the public mailbox deployed on the email server and saves the emails to a specific directory on the Agent Server. As a directory mapping exists between the Agent Server and the file server, the emails are actually saved to the file server. If the mapped directory configured in the Agent Management system is different from the actual directory created on the Agent Server, the ICS Gateway will fail to save emails to the file server. Therefore, agents fail to receive emails from the public mailbox.
 An incorrect mailbox access code is configured in the Agent Management system.
If there are multiple VDNs, verify that the mailbox access code for each VDN is correctly configured.

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